In the unlikely event that our Directors cannot reach a solution that you are happy
with, you can contact the Energy Supply Ombudsman. They will however
refer the matter back to us if you have not first escalated the complaint through
our formal channels. Their details are on the right:

Annual Complaints Report

We strive to provide the best service we can but inevitably issues do arise.

We value customer feedback and involvement in our business; it’s essential
to ensure we continue to provide what our customers want.

While some customers say they don’t want to get anyone into trouble, we see
their contact as an opportunity to identify whether what they experienced was a
genuine one-off or some kind of systemic failure within our procedures.

We also do our best to anticipate and minimise the reasons customers might need
to contact us. It’s not that we don’t want to talk to our customers;
indeed we want to engage with them as much as possible in a positive way.
So we work on a philosophy of ‘prevention not cure’.

We regularly carry out what we call ‘health checks’ on customers’
accounts to ensure they don’t build up credit or debit balances and if they
do accrue, we try to work with our customers to resolve them. We have introduced
a new customer area to better allow our customers to manage their bills and account
and we’ve even introduced Variable Direct Debits for our domestic customers
so they only pay for what they consume in the month.

We don’t use answer machines, so our customers should never have to deal with
a mechanical or recorded voice, it’s always a human being; even out of hours!

We are proud to say that over the last year we answered over 90% of incoming calls in under 15 seconds.

OFGEM
define a complaint as an expression of dissatisfaction. This definition has produced
the following results:

Complaints

Contacts

2014 – 15

30

137385

2015 – 16

27

165155

2017 – 17

17

167635

We try to make it as easy as possible for customers to contact us, they can do so in a number of ways and our complaint procedure is published above.

Gas Safety Advice

If you smell gas or believe there may be a gas leak you should call 0800 111
999 immediately.

DO NOT use naked flames

DO NOT smoke

DO NOT turn your light switches on or off

DO turn off the gas control valve by the meter

DO open doors and windows

Faulty Appliances

If one of your gas appliances is not functioning correctly do not use it!

Turn the appliance off, and do not turn it back on until it has been checked by
a Gas Safe registered engineer.

Carbon Monoxide

Carbon Monoxide is a highly poisonous gas, which can be emitted by appliances that
have not been properly installed or serviced.

Carbon Monoxide is a colourless, odourless, tasteless gas that is produced as a
by-product of the incomplete burning of carbon based fuels. It is essential that
all appliances that burn these fuels are located in a well-ventilated area.

You can buy a Carbon Monoxide audible alarm, when doing this you should ensure it
meets the EN50291 safety standards, and carries the Kitemark logo.

Other tell tales signs of Carbon Monoxide are:

Brown/yellow sooty stains around your appliances

Pilot lights that frequently blow out

Heavy condensation around the appliance

Fumes or smoke in the property

Slow burning of solid fuel fires

Are you entitled to a free gas safety check?

You may be entitled to a free gas safety check by a Gas Safe registered engineer
if:

You are elderly or disabled, living alone or with others who are elderly or disabled

There is a child under the age of 5 living in the property

The property has not had a gas safety check in the last 12 months

You do not live in a property where the landlord is responsible for arranging a
gas safety check

Priority Service Register

We realise that to some people having power is a matter of life and death. For others
there are services we can provide to make life easier.

If any of our customers or members of their household fall into one of these categories
please let us know and we can help.

Have a chronic illness

Are over 60 years of age

Are blind or partially sighted

Are deaf or have hearing difficulties

Have a form of disability or special need

We can offer a range of services from ensuring you are reconnected first in the
case of a power cut to communications in large print or braille.

Please send us the details.

Email

Account Number

Type of Disability

Key Requirements

Contact Number

green energy

Our energy is green.
Our thinking is multicoloured

GAS SAFETY ADVICE

If you smell gas or believe there may be a gas leak you should call
0800 111 999
immediately.